Case Study: NSPCC achieves improved helpline availability and expanded digital reach with Genesys Engage

NSPCC uses emerging technologies to reach more children and optimize outcomes

The National Society for the Prevention of Cruelty to Children (NSPCC) is the UK’s leading children’s charity, relying on 1,300 part‑time volunteers across 12 service centers to run Childline and an adult helpline. With rising contact volumes, an aging IT estate and disconnected case management and planning systems, NSPCC needed to optimize volunteer and part‑time effort and extend reach to digital and social channels while keeping privacy front of mind.

Implemented by Connect Managed Services, Genesys Engage unified calls, email and webchat and integrated with Zoom recording and Microsoft Dynamics, alongside Genesys Workforce Management for forecasting and scheduling. The upgrade increased helpline uptime and access to counselors and supervisors, simplified low‑risk case handling to reduce admin time, improved resource planning and provided a cost‑effective platform for adopting new digital channels and future AI-driven enhancements.

NSPCC

Ray Bilsby

Chief Information Officer